This Blog is intended to collect information of my various Intrests,pen my opinion on the information gathered and not intended to educate any one of the information posted,but are most welcome to share there view on them

+ Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of the four Ps =People, Process, Products, Partners

+ Service Management = a set of specialized organizational capabilities for providingvalue to customers in the form of services.

+ Service request = a request from a user for information, advice, or for a standard change.

+ SLA = Service Level Agreement: An agreement between the service provider and their customer

ITIL Service Lifecycle

1. Service Strategy

2. Service Design: Design the Processes

3. Service Transition: Plan and Prepare for Deployment

4. Service Operation: IT Operations Management

5. Continual Service Improvement

1. Service Strategy

1.1 Strategy Management for IT services

1.2 Service Portfolio Management

1.3 Financial Management of IT Services

… ensuring that the IT infrastructure is obtained at the most effective price(which does not necessarily mean cheapest) and calculating the cost of providing IT services so that an organisation can understand the costs of its IT services.

1.4 Demand Management

1.5 Business Relationship Management

2. Service Design

A service should alwaysdeliver value to customers.

Resources and capabilities create value for customers.

The Service Design Stage is MOST concerned with defining policies and objectives, and includes:

+ Producing quality, secure, and resilient designs for new or improved services

+ Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

+ Measuring the effectiveness and efficiency of service design and the supporting processes

A service design package (SDP) contains information that is passed to service transition to enable the implementation of a new service.

2.1 Design Coordination

2.2 Service Catalogue

The responsibility of service catalogue management:

+ Ensuring that information in the service catalogue is accurate

+ Ensuring that information in the service catalogue is consistent with information in the service portfolio

+ Ensuring that all operation services are recorded in the service catalogue

2.3 Service Level Management

The purpose of service level management = to ensure an agreed level of IT service is provided for all current IT services.

Service level management process is responsible for discussing reports with customers showing whether services have met their targets.

2.4 Availability Management

+ Reliability: Ability of an IT component to perform at an agreed level at described conditions.

+ Maintainability: The ability of an IT component to remain in, or be restored to an operational state.

+ Serviceability: The ability for an external supplier to maintain the availability of component or function under a third-party contract.

+ Resilience: A measure of freedom from operation failure and a method of keeping services reliable (e.g. redundancy)

+ Security: refers to the confidentiality, integrity, and availability of that data.

Emergency change advisory board: group that should review changes that must be implemented faster than the normal change process

3.3 Service asset and configuration management

The configuration management system is part of the service knowledge management system.

The configuration management system (CMS) can help determine the level of impactof a problem.

The relationship in service asset and configuration management describes how theconfiguration items (CIs) work together to deliver services.

Includes the following key process areas:

+ Identification

+ Planning

+ Change Control

+ Change Management

+ Release Management

+ Maintenance

3.4 Release and deployment management

Objectives of release and deployment management: To define and agree release and deployment plans with customers and stakeholders. The goals of release management include:

+ Planning the roll-out of software

+ Designing and implementing procedures for the distribution and installation of changes to IT systems

+ Effectively communicating and managing expectations of the customer during the planning and roll-out of new releases

+ Controlling the distribution and installation of changes to IT systems

3.5 Service Validation and testing

3.6 Change evaluation

3.7 Knowledge management

4. Service Operation

Service operation stage of the service lifecycle, delivers and manages IT services atagreed levels to business users and customers. Service operations contribution to business is adding value, and the service value is visible to customers.

The following areas of service management can benefit from automation:

+ Design and modelling

+ Reporting

+ Pattern recognition and analysis

+ Detection and monitoring

List of processes:

4.1 Event management

The event management process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits

4.2 Incident management

*Major incidents require separate procedures.

The objectives of incident management:

+ To restore normal service operation as quickly as possible

+ To minimize adverse impacts on business operations

4.3 Request fulfilment

4.4 Problem management

A problem = a condition often identified as a result of multiple incidents that exhibit common symptons.

Objectives of problem management:

+ Minimizing the impact of incidents that cannot be prevented

+ Preventing problems and resulting incidents from happening

+ Eliminating recurring incidents

4.5 Access management

Access management process is responsible for providing rights to use an IT service.

Redmi 4

About Me

Hi This is Suresh Kumar Pakalapati . I am a person who is positive about every aspect of life. There are many things I like to do, to see, and to experience. I like to feel the music flowing on my face, I like good books and romantic, action,cartoon movies. I like the land and the nature, And, I like to keep smile on my face. I always wanted to be a great and successful person in the world and I know it is needed More and More education, More work, Success Never come in a short Time.....